OUR BUSINESS
Wolfe Systems IT is a rapidly growing customer-focused IT and Technology solutions provider that strives to provide a purposeful, engaging, and supportive work environment. Our clients operate across an incredibly broad range of industry sectors throughout Western Australia.
Purpose of the Position
The purpose of this role is to provide comprehensive customer service and technical support to users experiencing issues with hardware, software, networking, and other computer-related technologies. The responsibilities include answering and prioritizing incoming requests for assistance, logging and tracking calls, maintaining knowledge base documentation, training users on software and hardware, diagnosing hardware and software problems, escalating tickets to appropriate engineers, providing after-hours on-call support, consulting with vendors for service and support, and testing software and hardware for ease of use and functionality. The role aims to ensure smooth operation of IT systems, minimise downtime, and optimise user productivity through effective problem-solving and solution provision.
Responsibilities
Customer Service & Support
• Answers , evaluates, and prioritises incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies and service outages.
• Logs and tracks calls using the company PSA, and maintains history records and related knowledge base documentation.
• Trains users on software and hardware on-site or remotely and/or recommends outside contractors to provide training.
• Escalates tickets to the appropriate engineer and in a timely manager.
• Provides after hours on call support on a rotational basis.
Diagnostics
• Determines whether problem is caused by hardware such as Servers, Switches, modem, printer, cables, or telephone.
• Determines whether problem is caused by Software such as Windows OS, Office products, or other end-user applications.
• Analyses and evaluates incident/monitoring reports and makes recommendations to the service team in order to reduce help desk incident rate.
Solution Provision
• Consults with software and hardware vendors to request service regarding defective products and support.
• Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.
Administrative Support
• Provide administrative support as required to support various facets of operations within service and sales.
Demonstrated Skill Sets
Technical Knowledge:
• Strong understanding of hardware components such as servers, switches, modems, printers, cables, and telephones.
• Proficiency in diagnosing software issues related to Windows OS, Office products, and other end-user applications.
• Familiarity with networking concepts, including troubleshooting network connectivity problems.
• Ability to analyse and interpret incident/monitoring reports to identify trends and patterns.
Customer Service:
• Excellent communication skills, both verbal and written, to interact with users and understand their technical issues.
• Patience and empathy to handle user frustration and provide effective solutions in a courteous manner.
• Ability to prioritise and manage incoming requests efficiently to ensure timely resolution of issues.
• Experience in providing training to users on software and hardware, either on-site or remotely.
Problem-Solving and Analytical Skills:
• Strong problem-solving abilities to diagnose and resolve hardware and software issues effectively.
• Analytical mindset to evaluate incident reports, identify root causes, and make recommendations for improving help desk incident rates.
• Capacity to troubleshoot complex technical problems and escalate issues to appropriate engineers when necessary.
Vendor Management:
• Experience in consulting with software and hardware vendors to request service for defective products and obtain technical support.
• Knowledge of procurement processes and ability to coordinate with vendors for product testing and evaluation.
Team Collaboration:
• Capability to work collaboratively with a service team, engineers, and other stakeholders to ensure seamless operation of IT systems and minimise downtime.
• Willingness to provide after-hours on-call support on a rotational basis, demonstrating a commitment to supporting users’ needs around the clock.
To apply for this role, please provide the following:
Resume or CV
-Provide a cover letter highlighting your strengths and experience that can be applied to the essential requirements of the position.
-Shortlisted applicants will be contacted for an initial Teams meeting interview.
APPLY FOR THIS JOB:
Company: Purpose Advisory
Name: Matt Saunders
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